> For the complete documentation index, see [llms.txt](https://docs.devolutions.net/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.devolutions.net/rdm/knowledge-base/knowledge-base-articles/ticketing-service.md).

# Ticketing service

{% hint style="info" %}
This feature is only available in Remote Desktop Manager with an advanced [workspace](https://docs.devolutions.net/rdm/concepts/basic-concepts/workspaces/), for instance Devolutions Server.
{% endhint %}

The ***Ticketing service*** feature helps you create tickets for your preferred ticketing system directly from Remote Desktop Manager, thus simplifying the flow of information between the two.

You can find this feature in ***Administration – System settings – Advanced – Ticketing service*** in Remote Desktop Manager.

![](https://cdnweb.devolutions.net/docs/docs_en_kb_KB2198.png)

If you are using a Devolutions Server workspace, you can also access it via the web interface in ***Administration – System settings – Ticketing service***.

![](https://cdnweb.devolutions.net/docs/docs_en_kb_KB2199.png)

### Jira integration

[Creating an API token](https://support.atlassian.com/atlassian-account/docs/manage-api-tokens-for-your-atlassian-account/) and enabling the desired prompt settings in ***Administration*** – ***System settings*** – ***Common*** – ***Logs*** are necessary to complete the configuration. You may be prompted to select a Jira ticket when you open an entry, depending on the configuration set in the path above.

<table data-header-hidden><thead><tr><th width="210.7999267578125"></th><th></th></tr></thead><tbody><tr><td><strong>SETTINGS</strong></td><td><strong>DESCRIPTION</strong></td></tr><tr><td><strong>Ticketing type</strong></td><td>The ticketing system you wish to integrate with Remote Desktop Manager.</td></tr><tr><td><strong>Ticketing server URI</strong></td><td>The URL to reach your instance of Jira. Ex: https://yourorganization.atlassian.net/</td></tr><tr><td><strong>Username</strong></td><td>The username of the account used to create the <em><strong>API token</strong></em>.</td></tr><tr><td><strong>API token</strong></td><td>The <em><strong>API token</strong></em> created beforehand. If this is not already done, follow the <a href="https://docs.devolutions.net/rdm/kb/knowledge-base/ticketing-service/#jiraintegration">link above</a>.</td></tr><tr><td><strong>Default filter</strong></td><td>This field is required; you must have at least one filter set as a <em><strong>Favorite</strong></em> in Jira. If you do not have a favorite filter already, head over to Jira, choose one, and then hit the <em><strong>Refresh</strong></em> button located in the field itself.<br>Alternatively, you can head over to <em><strong>File</strong></em> – <em><strong>My account settings</strong></em>, click on <em><strong>Jira</strong></em> under <em><strong>Ticketing service</strong></em>, and enable <em><strong>Assigned to me</strong></em>. This lets you filter tickets based on whether they are assigned to you or not.</td></tr><tr><td><strong>Ticketing enforcement</strong></td><td>Your preference between enforcing this ticketing service or not.</td></tr></tbody></table>

### ServiceNow

The ServiceNow integration in Remote Desktop Manager requires the creation of an OAuth application within ServiceNow via ***System OAuth*** – ***Application Registry*** – ***New*** – ***Create an OAuth API endpoint for external clients***. Also, enabling your preferred prompt settings in ***Administration*** – ***System settings*** – ***Common*** – ***Logs*** is necessary to complete the configuration.

<table data-header-hidden><thead><tr><th width="211.5999755859375"></th><th></th></tr></thead><tbody><tr><td><strong>SETTINGS</strong></td><td><strong>DESCRIPTION</strong></td></tr><tr><td><strong>Ticketing type</strong></td><td>The ticketing system you wish to integrate with Remote Desktop Manager.</td></tr><tr><td><strong>Ticketing server URI</strong></td><td>The URL to reach your instance of ServiceNow. Example: https://devXXXXXX.service-now.com</td></tr><tr><td><strong>Client ID</strong></td><td>The <em><strong>Client ID</strong></em> automatically generated during the creation of the OAuth client application in ServiceNow. See the <a href="https://docs.devolutions.net/rdm/kb/knowledge-base/ticketing-service/#servicenow">path above</a>.</td></tr><tr><td><strong>Client secret</strong></td><td>The <em><strong>Client secret</strong></em> automatically generated during the creation of the OAuth client application in ServiceNow. See the <a href="https://docs.devolutions.net/rdm/kb/knowledge-base/ticketing-service/#servicenow">path above</a>.</td></tr><tr><td><strong>Default filter</strong></td><td>This field is required; you must have at least one favorite filter in ServiceNow. If you do not have a favorite filter already, head over to ServiceNow, choose one, and then hit the <em><strong>Refresh</strong></em> button located in the field itself.<br>Additionally, you have to head over to <em><strong>File</strong></em> – <em><strong>My account settings</strong></em>, click on <em><strong>ServiceNow</strong></em> under <em><strong>Ticketing service</strong></em>. Then, fill in your credentials, choose a filter, and enable <em><strong>Assigned to me</strong></em>.</td></tr><tr><td><strong>Ticketing enforcement</strong></td><td>Your preference between enforcing this ticketing service or not.</td></tr></tbody></table>


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